Kymberli J.

Experience

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  Northwell Health

  Apr 2015 - Oct 2022

  Operations Supervisor

  • Piloted training and adoption of Medical Records software that are vital to process EMR requests • Worked closely with IT to implement new processes to the workflow for uploading patients outside media; optimizing work efficiency • Managed a team of 10 employees, coordinating meetings, ensuring day to day functions and work productivity remained at or above standards • Leveraged various software to maintain close communication with team, customers and to improve overall department performance by 40% • Supervised, hired, trained, and evaluated the performance of staff to complete annual performance reviews Show less

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  SV Academy

  Mar 2022 - May 2022

  Customer Success Apprentice

  Selected for a competitive program offered to high-potential individuals preparing for a CS role in SaaSRigorously trained (300+ hours) and assessed on Customer Success skills by instructional coaches and industry professionalsEQ: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritizationCS workflow: the customer journey; human-centered customer engagement; practical experience with data and tech tools; managing risk and effectively escalating issues; following up with customers and logging activity; creating stories, executive summaries and slide decks for effective EBRsTech tools: Gainsight, Salesforce, G Suite, Slack, Notion Show less

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  Biteline, LLC

  Jul 2022 - Feb 2024

  Customer Success Manager

  • Developed and implemented strategic customer success onboarding playbook resulting in a seamless adoption of product. • Collaborated with cross-functional teams to identify and address key customer challenges; resulting in a 30% decrease in customer support escalations. • Conducted regular business reviews with clients to align on goals, identify growth opportunities, and drive upsell and cross-sell opportunities; resulting in a 10% yearly increase in account revenue. • Managed a small book of business, 10% high touch; regularly ensuring progress toward account goals. • Implemented strategic initiatives including “re-engagement with accounts” projects, to drive client satisfaction and retention; resulting in 18% more upsells Show less